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Removed this app after a month. Half the time could not reopen on my phone to answer questions from prospective customers so no chance of real time chat. Very buggy. At times the app simply would not open. Not a great impression left for me or my customers. Will continue my search.
Hi, there. Thank you for taking the time to leave this review and provide us with this feedback. We are sorry to hear you experienced these issues when utilizing the app. If you are still using it, I would recommend removing the app and re-installing it. If you are still noticing these issues, I would recommend reaching out to our support team to take a closer look into this. Please contact our support team directly so that this issue can be troubleshot and investigated in more detail: https://bit.ly/2AWw5VA. -Marty, Shopify Support
Really good app - not just for messaging with customers but also the FAQs and quick answers. Just hope that promised Instagram link works well.
One request is that variants can be linked to from the app linked to the generic product type isn't good enough.
We're delighted to hear how you feel about our app! We can definitely see that linking variants or having product identifiers can be an improvement, and we'd be happy to pass this request to our developers. Thank you for taking the time and sharing this feedback! -Elias, Shopify Support
The app is fantastic however the only downside is the tracking details lack information. It just tells you that the order is either fullfilled or unfulfilled which is insufficient for clients.
I like this app, but it's so frustrating that it's impossible to get rid of this text on top of the pop-up chat: "Leave a number and we'll text you back as soon as we're available (an email address works too)." Even, after contacting support, I didn't manage to succeed. Is it just me, or is that text really unnecessary and ugly?
Hi Amber Guru, thank you for your honest feedback and review! The "Leave a number .." banner is not removable at this time, as it's meant to link up a phone number or email address to an existing customer. If your customer list recognizes a phone number or email address, it will replace that with their name to personalize the chat! If it is not recognized, a customer account will be created and then you can market to them at a later time.
However, we are noting it would be great to have this as an option to edit or turn/off on, so will be adding your request to our product team. :-)
Hope that clears up any confusion, and again, thank you for your feedback. This is very helpful so we can improve our products!
All the best,
Veronica N.
Ping Support
this app so catastrophic, always delays, not reliable, no flexibility....are there any plans to improve this app soon? The FAQ feature is strong but the rest is horrible, please update if there will be improvements?
Hi there. Thank you for taking the time to leave this review and provide us with this valuable feedback. We are always trying to improve our products for our merchants and take all of our merchant's feedback into consideration. I would recommend getting in contact with us directly to share your feedback on Shopify Inbox so we can share it with our developers for potential future updates. To get in touch with our Support team, please visit the Shopify Help Center (https://bit.ly/3cJkx8V) and log into your account to create a support request. Thanks again! Marty, Shopify Support
The first day I installed it I received an order because we were able to chat with them at the decision point.
Its been super helpful and has increased sales being able to respond directly to customer questions. I would recommend.
It seemed to work OK, The problem is that there is no way to set your opening hours so the damn thing is pinging all night thanks to international customers who get annoyed because they think that you are ignoring them.
No-one can be available 24/7 365 days a year.
Hello Graphics Direct, thank you very much for your review and feedback.
It is possible to set hours of availability as well as a separate automated message for when you are 'available' or 'set to away'. This is all done through the Shopify Ping app. Here is the link to the help doc (https://help.shopify.com/en/manual/promoting-marketing/ping/setup#set-your-chat-availability) on how to set that up.
Setting up hours of availability won't prevent customers from chatting in outside of your hours of availability, so notifications may continue (but hopefully fewer!) so I will include your feedback to our developers.
If you ever need any assistance with the app, or have further feedback and suggestions, feel free to contact our team directly at ping@shopify.com
Best regards,
Ruby C.
Senior Support Specialist - Ping
When I am off line, I could not receive messages that my customers send via chat widget, because all messages go to my collaborator's email, my email address set in the contact information does not work, I hire him to custom my store but now he is the one seeing the messages send from my customer when I off line, that is ridiculous.
Thank you for reaching out and for letting us know that you're having this problem. It sounds like there may be an issue with your staff permissions, which will have an effect on who receives notifications from the Shopify Inbox app. I would recommend reaching out to our support team directly so we can authenticate you on the store and take a closer look at this for you: https://bit.ly/2AWw5VA. -Victor, Shopify Support
As usual, everything Shopify creates just works really well! I was able to cancel our subscription to another chat service and this works even better. Win win.